Bereavement Support Specialist – Empathy-Driven Care

NatWest Group; Jersey Marine; On-site; GBP 21,000 - 26,000; Full time

Job summary

NatWest Group in the United Kingdom is seeking a Bereavements Customer Support Specialist to respond to customer queries promptly, professionally and sensitively, delivering world-class outcomes for customers. Bereavements will be your primary area, guiding families through the process, validating documentation and ensuring records are managed with care and sensitivity.

You’ll use digital and AI-enabled tools to improve efficiency and support colleagues across the Specialist Customer Service

Qualifications

• Excellent interpersonal skills and a passion for delivering a world-class customer experience.
• Ability to handle sensitive, emotional, and complex conversations with empathy and sound judgement.
• Strong communication, organisation and stakeholder management abilities.
• Experience in customer service or contact centre environments is beneficial.
• Willingness to coach or support colleagues and share knowledge for continuous improvement.

Responsibilities

• Respond to customer queries promptly, professionally and sensitively while achieving the right outcomes and accurate records.
• Support bereaved family members, executors and representatives through sensitive journeys with clear guidance.
• Process account updates, closures, balance releases and payments, completing controls to protect funds.
• Handle complex or escalated cases, sharing specialist knowledge with colleagues.
• Use approved digital and AI-enabled tools to improve efficiency and the customer experience.
• Work flexibly across Specialist Customer Service to support other specialist disciplines when required.

Job description

NatWest Group in the United Kingdom is seeking a Bereavements Customer Support Specialist to respond to customer queries promptly, professionally and sensitively, delivering world-class outcomes for customers. Bereavements will be your primary area, guiding families through the process, validating documentation and ensuring records are managed with care and sensitivity.

You’ll use digital and AI-enabled tools to improve efficiency and support colleagues across the Specialist Customer Service